Debt collector charging for unpaid bills after account has been closed

[SamLewis1]

I have received letters from Fredricksons debt collectors for unpaid bills. I cancelled my contract at the end of the contract in May 2017 and paid my last bill in July 2017. I contacted customer servcies on 10/01/2018 using online chat and was told the charge was for bills dated August to November 2017, but that this was a mistake and the 'debt' team will be contacted to remove the charge. One week later I get another letter from Fredricksons demanding payment. I called the 'debt' team and they cannot enter my file as I do not have the account number for the account I closed 8 months ago. I was transferred to billing who said they would call me back but this has not happened. Please see attached the chat transcript telling me this charge will be removed, which was clearly a lie!

[BandOfBrothers]

Please let the Social Media Team here who read all posts catch up with your post and they'll help you with this situation.

It will also be worth checking your Credit File as a default may have been added.

Some info in Default-on-your-Credit-File-And-How-to-add-a-Notice-of-Correction.

[SamLewis1]

Hi,

Yes a notice has been added to my credit score which is also extremely frustrating considering Vodafone have accepted it is their mistake! Can this also be handed by Vodafone?

[hrym]

Yes.   There is a Credit File Support team who have will access to the full history - once an account has been removed from the main billing system, the frontline customer service people can't see it.   Hang on for the forum people to pick up this thread and they'll contact you privately to take your details and get this escalated.   Once you're fully engaged, ask for the credit file entry to be removed as well.

[SamLewis1]

Thanks hrym.

I really hope Vodafone get in touch with me soon - they promised a call abck that I never received and I am now very concerned with the letters from Fredricksons, this needs to get resolved quickly!!

[Gemma]

@SamLewis1 - It’s not good to hear the mistakes that have been made and one of the credit specialists in my team can help to get this sorted. I'm sorry you've had  to spend time contacting us again.

So that we can take your details securely, please send us your details by following the steps in this private message.

[SamLewis1]

Thanks Gemma for following up on this. Should I expect a reply in a private message or in this thread?

[hrym]

You;ll get a Private Message which will contain a link to the contact form.   When you've completed and set it, you should get an acknowledgement email that'll confirm receipt.   The link to the form is behind the word "here", so just click that if it isn't highlighted.

[SamLewis1]

I filled in the form immediately after I received. How long does it usually take to get a reply? I am getting very concerned considering this is being handled by a debt collector. I was told over a week ago that Vodafone would contact them and this still hasn't happened!

[TJ]

@SamLewis1 The credit specialist in our team has received your email and will be in touch by the end of the day.